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Job Field: Office Jobs
Location: SALT LAKE CITY, Utah, 84190

Job Type: Full Time

JOB SUMMARY:

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Business Title Customer Insights Senior Analyst Requisition No. 66680BR Category Customer Support Subsidiary eBay Position Area US - Utah - Salt Lake City Position Location Draper Utah Shift Day Primary Job Responsibilities One of Global Customer Services strategies is to create an engaged and loyal community of buyers and sellers. We will do so through understanding our customers better and offering them the solutions they need in a way thatapos;apos;s timely, accurate and professional. The GCS Customer Insights team is striving to enable this commitment by focusing on providing a global summary of things we hear and know from our Customers about their experiences with eBay. The team works to drive understanding, dialogue, and actionable recommendations for improvements with partners across the business in an effort to improve our product, policies and servicing strategies. As part of the team, the Customer Insights Analyst will work with stakeholders within GCS as well as the Marketplaces organization. You will lead or support specific projects, have responsibility for agreed analytical focus areas and cooperate within a region and a wider global group to succeed as a team in a highly effective and efficient way. To be successful in this role you should possess a focused, analytical mind, the ability to connect the dots and identify the big picture, and an unwavering advocacy for the customers we serve. You understand the expectations of our eBay community, are able to represent their needs and bring them together with the eBay business goals in the best interest of both sides. You will help build and execute globally standardized processes to enable the collection, analysis, and communication of our customer insights. Job Requirements * Familiar with the principles of Net Promoter Score and experienced in driving customer loyalty * Demonstrates both breadth and depth in full use and application of the analytics principles, tools and methodologies used (quantitative amp; qualitative), and a thorough understanding of eBayapos;s relevant business areas , data warehouse, and policies/systems/ and procedures * Uses deep problem solving skills to unpack issues/questions and develop relevant solutions. Understands the differences and relationship between micro and macro data. Proactively identifies and provides solutions to a wide range of complex problems in a through and innovative, yet practical manner * Extended experience with standard business software (Excel, Powerpoint) and analytical software (Tableau, SQL etc) * Proven ability to use deep problem solving skills to unpack issues/questions and develop relevant solutions. Understands the differences and relationship between micro and macro data. Proactively identifies and provides solutions to a wide range of complex problems in a through and innovative, yet practical manner * Skilled at building robust cross functional relationships. Maintains prioritized plans for execution/delivery of what is required and what is requested * Effective communicator, with both written and oral presentations. Demonstrates solid presentation, demonstration, and technical writing skills * Experience with Multi-channel listening posts as source for insights (e.g. Call-center teams, Social media, Surveys amp; research) * Experience in working within a project driven environment. Project management capabilities are a great plus * Exceptional organizational dexterity - ability to interact across all levels within the organization * Willingness to continuously develop yourself, understand industry best practices of customer insights programs and help evolve our VoC program to become best-in-class * Good understanding of customer needs and challenges from own experience with the eBay products - ideally as buyer and seller alike. Education Bachelors Degree or Equivalent

KEY REQUIREMENTS:

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